Sr. Manager, Contact Center at WW / WeightWatchers (Remote)

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WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.

The Sr. Manager is primarily responsible for the efficient day-to-day operation of the North America Contact Center team. The duties encompass planning, managing and evaluating workflow of the team; coordinating existing and new initiatives to meet service level and operational requirements; recognizing and recommending operational improvements. This position is responsible for developing and maintaining relationships with internal and external partners.

The Sr. Manager is able to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about Weight Watchers, and able to deliver details regarding related issues/activities.

Job Responsibilities:

  • Develop objectives for the day-to-day activities, for optimal performance

  • Conduct effective resource planning to maximize the productivity of people, technology, incentives and training

  •  Evaluate and drive high-level performance of teams with key performance metrics

  • Create an environment within the organization that consistently supports and executes on Weight Watchers value’s

  • Ensure that all team members understand the company's goals and objectives and recognize how their functions contribute to the achievement of these goals

  • Collaborate with cross functional teams to resolve member issues to alleviate voice volume

  • Lead root cause analysis and corrective action for variances in operational performance. Create detailed action plans and performance tracking tools for the leadership team to meet these goals, assigning clear guidance and accountability for success

  • Meet/exceed all key performance indicators to include sales, retention, quality and customer satisfaction

  • Oversee resource planning and scheduling processes for each of the assigned lines of business

  • Assist in implementation of key processes, including overall business management systems (CRM, Voice Platforms, etc.)

  • Conduct effective, regularly scheduled meetings to maximize communications, planning, and critical problem-solving efforts

  • Represent the team in performance meetings and presentations with other departments

  • Manage and report on performance for monthly business reviews.

  • Determine contact center strategy, including aligning with in-house aligned outsourced processes.

  •  Manage the service cost models and make enhancements as required.

  • Experience with development planning, metrics-based performance management and analytics

  • Recommends improvements to streamline business processes. Ensures cost effective, efficient and customer focused solutions in accordance with operational procedures. Implements change management strategies throughout the department.

  • Analyze processes, enact change, and think operationally and strategically to achieve business goals

  • Thrive in a team environment and work independently in a diverse, dynamic and high-paced environment with minimal supervision.

  • Coordinate multiple projects and tasks ensuring there timely and quality completion

 Job Requirements:

  • Proficiency in Google Suite or Microsoft Office and web-based applications

  • Superior organizational, communication, customer service, and time management skills

  • Excellent interpersonal skills

  • Ability to analyze and present data in a clear and concise manner

  • Effective and professional written communication

  • Bachelor’s degree from a four year college or university; or 10+ years related experience; or equivalent combination of education and experience

  • Strong background in consumer customer service, measurements and reporting, quality processes, inbound sales, retention and contract administration.

  • Understanding of call center best practices, forecasting/scheduling, call routing, and ACD/telecom/CRM applications is preferred.

  • Excellent leadership skills

  • Demonstrated knowledge of contact center principles and processes.

  • Strong management level oral and written communication skills with the ability to communicate at all levels from front line, to executive management

  • Demonstrated leadership and ability to make strategic recommendations and apply problem-solving skills to reflect the level of responsibility

  • Project Management experience preferred

  • Occasional business travel required (< 30%)

  •  Strong analytical skills

At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
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What are WW / WeightWatchers Perks + Benefits

WW / WeightWatchers Benefits Overview

- Work from Wherever: WW’s Work From Wherever (#WfW) philosophy empowers our employees to shape when, where, and how they work best.
- Year-round Flex Fridays (not just Summer Fridays!)
- Generous Wellbeing Allowance to cover expenses across the pillars of Physical, Mental, Financial, & Social Wellness
- Friends & Family access to WW to inspire healthy habits in our community
- Complimentary memberships to ClassPass Digital and discounted rates for fitness goals, Sibly for resilience, Aura for digital security, One Medical for convenient care, & WW memberships for the most liveable wellness plan!
- 12 weeks of paid leave at 100% salary for all parents that can be taken non-consecutively during the first year
- Up to 6 weeks of additional recovery time for birthing parents
- Paid leave for pregnancy loss under our bereavement policy
- Family planning support including infertility treatment and fertility preservation
- Adoption and Surrogacy assistance
- Complimentary Snoo Bassinet Rental
- Kunik, a virtual caregiver membership
- Care.com membership
- Child life insurance
- Family Medical Leave
- State Paid Family Leave

Culture
Volunteer in local community
WW Good is our initiative to ensure wellness resources are accessible to all communities because we believe that Healthy Living is a Human Right.
Friends outside of work
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
WW offers a generous wellbeing allowance to cover expenses across the pillars of Physical, Mental, Financial, & Social Wellness, One Medical for convenient care, & memberships to ClassPass Digital.
Team workouts
Mental Health Benefits
Work from Wherever, Year-round Flex Fridays, generous Wellbeing Allowance, access to Sibly, a talk therapy provider, financial wellbeing workshops, and Aura for digital security.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
WW supports working parents by offering memberships with Kunik, a virtual caregiver membership, Care.com, and provides discounts to programs that will help your children's development.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Work from Wherever (#WfW), WW’s global work philosophy, embraces the future of work as human-centric by empowering its employees to shape when, where, and how they work best.
Family Medical Leave
Adoption Assistance
WW provides employees with adoption and surrogacy assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within

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